As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon. “Smart” devices can include household appliances such as washers, dryers and refrigerators; safety and security systems such as monitors, cameras and alarm systems; energy equipment, such as thermostats and lighting, and many others.)
Smart devices have the potential to usher in a profound shift in customer service. With their sensing and communicative functionality, they can sense and communicate potential problems directly to the manufacturer or distributors/service organizations before the problem actually arises. Rather than addressing problems after frustrated customers contact the organization, the opportunity exists to be much more proactive. Yes, this requires a rethink of your customer access strategy and potentially reshaping forecasts and staffing plans. But it’s a tremendous opportunity to up the ante in service delivery.